Case Study
The client agency provides help desk support for about 800 staff members. The agency wanted to establish a performance-based contract for its help desk support in order to ensure smooth operations. The help desk responsibilities include:
- Maintaining and repairing desktops, LANs, and WANs
- Answering questions
- Solving problems
- Training
- Keeping track of inventory
- Working on equipment
The HW&W team provided assistance in developing a performance-based statement of work (SOW) for the acquisition by examining the:
- Existing help desk contract language
- Memoranda and comments regarding the contract
- Draft of a performance-based SOW that had been used previously
The team developed a performance measurement plan to be used by the client for monitoring performance on selected help desk contractors.
The team developed the mission, goals, and objectives for help desk support, and reviewed them with the client. Critical success factors were derived and used to develop performance measurement areas. The existing performance baseline in each area was identified. Standards were established and measurement methods were developed for each performance measure.
The team prepared a draft SOW language that incorporated the performance requirements. Benchmark surveys of other organizations were conducted to review lessons learned. The team then assisted the client in incorporating this information into the final version of the SOW.
The last step was the development of a performance management approach that the client could use to monitor the help desk contractors performance. This approach included survey instruments, sampling selection techniques, scoring, and grading.
